Funko Inc

We've resolved this issue with the customer directly.  Information provided to the customer included the fact that the production run size didn't change; we simply removed the specification from the item description, so you can set your mind at ease! Most of our figures, even exclusive limited...

editions (like retailer exclusives or convention exclusives), don't have publicly announced piece counts. Sometimes we choose to announce, but this is the rarer case. Whether or not we announce the piece count doesn't change the production run size. In this case, it just was a figure that wasn't meant to have a publicly-announced production run, and once we realized that we shared it by accident, we removed it from the description. Nothing about the figure has actually changed, though.We aren't able to stop an order from shipping, which is why we weren't able to refund the customer's order outright, but we also gave options for refusing shipment and receiving a refund as outlined in our refund policy, and the options we had to accommodate the customer.

Complaint: [redacted]
I am rejecting this response because:They sent these pictures out the second they add the items to their site in their newsletter which links to the place you purchase them. Why is your company using pictures from months before and not the ones from your stock after production? Can you guys not take pictures after production and advertise the actual product the customer will receive? Can you at least explain why you use different pictures of products you just added to your website?
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

We have worked with the customer directly to refund the order.

Complaint: [redacted]I am rejecting this response because:This is the kind of runaround dishonest vague nonaccountable excuses they have provided me for it has been so long I initally just played it safe with 3 months,but I thank them for clarifying that I have been trying to reach someone honest in the company.As you can guess without much common sense there has been many more attempts at me trying to contact them over defective/damaged  products they retail,and not in third party areas as they would have you believe that I bought them in like a garage sale.I didnt buy them in third party retailers and to prove that they are lying once again,how would they know that?No,I bought Funko products brand new sealed in their boxes with THE BAD FUNKO NAME on it that Funko chose to be their new retailers.Yes it is frustrating to get duplicates of their high priced plastic but we know that going in buying them and its like a gamble.That's never been my main complaint,my complaint is when I have found rare ones that are valued way more or at least rare because everyone knows plastic is cheap,its the artistry,and I have bought way more than some as they would have you believe again that they somehow can read minds,I have bought very many and to find a rare one that everyone buys them for to look for and its damaged/defective either by sloppy/missing paint or cuts in the NEW figures or heads on the figures that arent supposed to be loose are very loose,that's my complaint and as anyone who looks them up it appears they have 23 other complaints.In my opinion they take advantage of people and try to excuse their poor quility products on everything from lies,even call them the people say they know nothing about the product.I have called many many times to hear lies ,excuses,and the Ceo Brian M[redacted] wont talk nor no one will let me talk to the owner Mike B[redacted].These arer shady people who in my opinion gamble with kids money with expensive plastic thinking they can get away with it because they think only kids buy them.Well just about everything they have responded with is lies and as you can plainly see excuses.One telling me they have no access to the product another telling me they know nothing about them,another saying they dont have any right after he said he was in the warehouse with them,and another contradicting that offering to send me out cheap products no one wants that are far less from what I spent trying to get rare ones only to find the m defective,this is not a fair deal.I spent alot of money on their chase to find rare ones that are expensive only to be offered basically penny items, that if you remember me saying they had no acces too,because the expensive/rare new ones a couple rare ones/expensive new ones at their retailers along with more common ones which isnt as big deal as the rare new ones being defective/damaged,but still upsetting.This hunk of plastic their shaming kids and adults out of is well over 7 dollars New in stores here for one.I want a resolution but as I can see by there lies they have no interest in resolving this and making it right.The only thing in my opinion they are experts at is evading accountability and twisting the truth into clearly obvious claims they have no proof of but I do I even sent them pictures.I would like a reasonable and fair resolution.,and if its not obtained here I may seek other legal venues that are approriate and legal to see if they can assist such as possibly the FTC and the Business license bureou in Washington or wherever they obtain their business licnese from to file a formal complaintI am not going to let their sham go unreported.Resolve or I will legally pursue fairness and justice the legal way til either this is resolved or many years from now.Sincerely,[redacted]

This customer contact is about a recurring bimonthly subscription service.  We always and only bill customers based on the auto renew preferences in their account, and to cancel an account, a customer needs to turn auto renewal off.  At the time the customer was billed, auto renewal had...

not been turned off in the account.  We have no record of the customer turning it off, or of a contact to customer service until after the customer was billed.  At the time of her contact, we immediately turned auto renew off for her so that she won't be billed again in the future.  The cancellation request came too late for the charge the customer is asking about and that order has shipped and is not able to be refunded, but the customer will not be charged again in the future.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

This customer opened multiple customer service tickets with different pieces of the information about her problem, which is why she was given different information by different agents.  Once we were able to identify that she had multiple tickets and get a full idea of her case, a full refund...

was issued on 5/21 per the customer's request.

Complaint: [redacted]I am rejecting this response because: IT'S ETHICALLY DEVOID OF ANY FAIRNESS. VERY PATHETIC, VERY SAD.Sincerely,[redacted]

The customer made a purchase on 12/16 and agreed before completing the purchase to the Refund Policy, which states that all sales are final.  The customer contacted us on 12/16 asking to cancel the order.  She received a response on 12/17 reminding her that all sales are final.  The...

customer contacted us again on 12/26 because her packaging was damaged.  An automatic reply was sent letting her know that our offices were closed 12/23-1/4, and that we would respond within 3 business days upon our return.  On 1/6, we responded giving her instructions to return her item.  The return she has requested is already in process.

Complaint: [redacted]
I am rejecting this response because I cancelled on the date I was supposed to. I am sick of these companies ripping ppl off. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:While I have received the box the business does not provide factual information.  My longest delay in a response was between 7/10 and 7/17. 7 days not 3 and even 3 days is a wholly unacceptable customer service response time as a matter of course.  The company sent me an email declaring that my package was "shipped" on 7/2.  UPS tracking records show an origin scan on 7/15.  If the business is going provide inaccurate information then they shouldn't be surprised that customers are going to want additional information. Additionally they are counting responses that were clearly auto-generated and did not respond to the questions posed.  Now that the actual product has been received a simple apology and assurance that quality control is being improved would have sufficed.  But the business clearly does not care about its relationship with customers.  Sincerely,[redacted]

Dear Mr. [redacted],
We apologize for the type of response you received from Funko.  Someone will be in touch with you shortly to get this resolved to your satisfaction.

Due to payment method being changed, we show that theduplicate payment was taken and we were unable to see this on our end unlesssearched for specifically. However as soon as this was brought to ourattention, the duplicate payment was refunded due to the site malfunction. We processedthe refund on the duplicate charge on 3/16 and this completed in paypal on3/19. Currently Order #[redacted] is active and we show that we tried to processthis order address in 3 different shipping batches, and the address failed.  We understand & apologize for theinconvenience this has caused the consumer. However we took care of this when theissue was raised. We are still able to ship all the boxes they have ordered ifthe customer will provide an updated address for shipping. We are also able toprovide a full refund if the customer would prefer. We are a brand newsubscription service and the delivery is from the initial launch of the product.We can contact her directly if should would like to providea time and phone # to reach her.

Revdex.com:The address has not changed AT ALL since the very beginning of this situation, and I was able to  FINALLY receive my May box at the end of June, so I fail to see why it "now" does not work?Being as I have been requesting a phone call to get this situation cleared up both from customer service when I began having problems, and again when I initially filed this complaint (so from the end of May), I would very much appreciate it.  My phone number is [redacted].  I am available semii-regularly during the day or every evening.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: These items are listed as collectibles. Any damage to the box or the item itself devalue the product. The shipping container was intact which shows damage to the item occurred during handling of the product prior to shipment while still in the supplier's possession. Minor wear and tear on any new items should not be acceptable let alone on a collectible which has its value based on supply/demand and on condition of not only the item but the box showing the limited run of said item. Either the supplier needs to have better quality control over their shipping and handling process or needs to be ready to replace damaged items. As I have already received damaged goods, as they acknowledge the items are damaged by the "minor wear and tear" comment, I am only asking for replacement of the damaged items or the refund of my order. Sincerely,[redacted]

Here is a picture showing it was advertised by them with the sticker. It's a email from their company linking to buy the item off their website.

Our bi-monthly subscription boxes ship every other month, between the 20th and 28th of a month as detailed on our website.  This customer opened 4 separate tickets with customer service under 2 different email addresses between 6/22 and 6/29, all asking for shipping confirmation for his box....

 All were responded to -- most responses came within one day.  The longest was  3 days.  The customer has since received their box and confirmed that they have received it in good order.

When customers sign up for Marvel Collector Corps, they must certify that they have read and agree to the Terms & Conditions before an order is able to be completed.  You can see the attached MCC Shopping Cart image for a view of the required certifications that must be agreed to, and you...

can see the attache Terms & Conditions file for the full T&C.  Here is what the T&C say about delivery:
 
Delivery
Funko shall use good faith efforts to deliver the products to the designated location specified by you at the time of purchase. Title to the Boxes passes from Funko to you upon shipment from Funko’s facility (or, if applicable, the third party manufacturer’s facility).
 
Mr. [redacted]’s box shipped from Funko’s facility on 2/10 and was certified as delivered on 2/18 at 12:54 PM PT.  See attached Tracking file for verification.  If Mr. [redacted] does not have the box in his possession, per the attached Shipping Policy, our only course of action is to help him open a claim with our shipping carrier.  We did so, which is what caused the delay in reponse, and we do apologize that Mr. [redacted] did not get an update while we were working on the claim.  Here is what the Shipping Policy says about Delivered boxes:
 
Delivered
Title to the boxes passes from Funko to you upon shipment from Funko’s facility.  If your tracking shows that your box was delivered but you do not have possession, we can help you open a claim with the shipping carrier.  If the carrier is able to provide a refund, we will either issue you a replacement box or a refund for your order based on stock availability.  If the carrier is unable to assist, there is nothing more that we can do.  Note that, if you believe your box was taken by other individuals after delivery, this is also an outside issue that we are not able to assist you with.
 
Once we heard back from our shipping partner, we updated Mr. [redacted] with the results.  We made a one-time exception to send him an additional box.  Our full response to him is included here for reference:
 
Thank you so much for your patience, we have heard back from our shipping partner and they stand by their notification that your box was delivered. Normally we would be unable to ship you this box; however we are making a one time exception to ship a second box to the address in your Deadpool order.
If this address is not secure - please update your subscription for the boxes going forward as we will be unable to make this exception again. We are completely sold out of the size you've requested - so we will be sending a box with a different sized t-shirt; we appreciate your understanding.
Your replacement shipment should process and ship from our Distribution Center within approximately one week. Domestic shipments can take up to a week to reach their destination after leaving our DC. International shipments can take up to 2-3 weeks. Please note that, due to limitations in our system, we are unable to provide tracking for replacement items.
Thank you!
Marvel Collector Corps Support

Complaint:...

[redacted]
I am rejecting this response because:
The issue at hand here is that you classify your products as collectibles. With collectibles packaging matters in the value of the product, that being said, if the product comes with severely damaged packaging then it's no longer worth the money paid. I could have been a jerk and opened it, broken something and closed it, but I didn't. Why, because I believe that you should respect your customers and refund them if there is an issue with the shipping. If your only response is to forward me to your refund policy then I know I should reciprocate the treatment I'm getting here now with you when I get a damaged item from you guys.
Sincerely,
[redacted]